Digital strategy - customers
We will work to design services to make interaction with the authority easy and consistent in order to deliver our Customer Promise.
We will use the evidence gathered from colleagues, customers and partners to offer consistent customer service standards across all services to contribute to an improved customer experience. Our team members will be trained in customer service standards detailed in the Customer Promise and we will publicise them so everyone knows what level of service they can expect to receive.
This work will tie in with the customer service programme which aims to promote and encourage excellent customer service across the council. A large part of how the Council will do this going forward will be via digital media making digital services an important aspect of each service area. Having the customer at the heart of the conversation will pay dividends for the customer.
Customer Interactions will be Digital by choice to ensure we support all our residents, businesses and visitors. In some instances, an analogue version of the interaction will be put in place but in most cases a service to support customers using the interaction will be more appropriate.
|
No |
Goal |
|---|---|
|
C1 |
Utilise digital services to support the Council’s Customer Promise |
|
C2 |
Our digital services will make interacting with the Council as easy as possible |
|
C3 |
Our digital services will make it easy for residents, businesses, and visitors to find out information about Council services. |
|
C4 |
We will use digital services to listen to feedback from customers and enable any resulting practice change |
|
C5 |
Our digital services will be accessible, easy to access and will look to include and enable all our residents, business and visitors. |